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cs.CL2024
Uncovering Customer Issues through Topological Natural Language Analysis
Shu-Ting Pi, Sidarth Srinivasan, Yuying Zhu +2
E-commerce companies deal with a high volume of customer service requests daily. While a simple annotation system is often used to summarize the topics of customer contacts, thorou…
cs.LG2024
Teacher-Student Learning on Complexity in Intelligent Routing
Shu-Ting Pi, Michael Yang, Yuying Zhu +1
Customer service is often the most time-consuming aspect for e-commerce websites, with each contact typically taking 10-15 minutes. Effectively routing customers to appropriate age…
cs.LG2024
Contact Complexity in Customer Service
Shu-Ting Pi, Michael Yang, Qun Liu
Customers who reach out for customer service support may face a range of issues that vary in complexity. Routing high-complexity contacts to junior agents can lead to multiple tran…